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Contact centre, Customer Engagement CRM and Field Service Management

Gamestec, the largest gaming and amusement machine operator in the UK, provides services for over 35,000 machines in 10,500 locations. With many decades’ of experience, the company prides itself on the level of service it offers its customers which include pubs, leisure venues, clubs, bars and service stations. They provide an end to end solution for the operation of the gaming system with 364 days per year customer care facility and over 1000 field based teams to ensure local experts are on hand.

As part of their commitment to customer care, Gamestec embarked on a project to replace their legacy CRM system and improve customer service levels. Having evaluated many CRM options they chose to work with IFS-mplsystems to introduce a pioneering solution, utilising IFS-mplsystems’ end-to-end field service management software that would not only provide a CRM solution but would also offer call and email handling, manage bookings and engineering visits and provide visibility of, and communications with, field workers.

Working with IFS-mplsystems, Gamestec devised a solution that was unique in that it collapses the service desk, planning and dispatch functions into a single ‘intelligent’ agent desktop, thereby enabling the contact centre to communicate directly with engineers’ smart phones. The desktop integrates Gamsetec’s asset management; ordering and stock control systems and provides a mobile workforce management tool. iMobile smart phone app allows the company’s in-house contact centre to communicate directly with engineers’ PDAs, automatically allocating jobs according to the engineers’ skill, location and current workload. Should emergency appointments come up or clients change their bookings, schedules are dynamically optimised based on field engineers’ current locations and loading and real time updates sent to the appropriate engineer.

The custom agent desktop is designed to provide a single view of everything that the agent needs to resolve Gamestec client requests. It provides the agent with a complete view of the client’s service history, specific assets, locations as well as managing service bookings and schedules.

Business Benefits

  • Service response time: 28% improvement
  • IT Costs: 88% reduction in ongoing IT costs

This integrated approach has allowed Gamestec to change the way customer service is managed; previously all service requests were passed through a number of separate departments, opening up the opportunity for errors and delays. The new desktop solution brings these teams into a cross-functional role covering help desk, customer service and planning. Now, requests are dealt with by one person who dispatches the request immediately out to the field. This real time view, along with other process improvements, has enabled service response times to decrease by 28%.

Customer Experience

When a customer calls to check the progress of, or change to, a service request, the agent can provide an immediate real-time update from a live map on their desktop showing all engineers’ locations (via GPS), their skill  sets and current loading.

As part of this solution the management team are provided with real time monitoring of service requests, escalations and SLA adherence. Using hour by hour and day by day reports, issues can be captured quickly, escalation effectively managed and communicated to both field staff and customers advising them of completion timescales.

“The focus of the project was twofold; firstly to give our customers better visibility of their service requests by getting live updates of requests and changes to engineers out in the field and secondly, to bring together our processes and systems into a single desktop to ensure we were getting the most from our field engineers, IFS-mplsystems has allowed us to achieve these goals.”

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